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What Every Professional Should Know about Partnering with Destination Marketing Organizations (DMOs)
Presented by
Bonnie WallshChief Strategist
Bonnie Wallsh Associates
Wednesday, November 29, 2017
Moderated by
Tyler DavidsonVice President & Chief
Content Director
Meetings Today
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Housekeeping
Thank You to our
Webinar Sponsors:
Bonnie Wallsh
Chief Strategist
Bonnie Wallsh Associates
Today’s Speaker:
• Discover best practices for taking advantage of all the services that DMOs offer
• Integrate the services of DMOs as part of your meeting and event resources
• Create your own toolbox of strategies for working with DMOs
Learning Objectives
WHAT EVERY PROFESSIONAL SHOULD KNOW ABOUT PARTNERING WITH
DESTINATION MARKETING ORGANIZATIONS (DMOs)
Presented by Bonnie Wallsh, MA, CMM, CMP Emeritus
Chief StrategistBonnie Wallsh Associates, LLC
Sponsored by Meetings TodayNovember 29, 2017
WHAT ARE CVBs, DMOs, and TOURISM OFFICES?
• DMOsResource for suppliers in and around a destination
Usually supported by government funding, membership dues,
and/or hotel occupancy taxes
• CVBs
Organization that promotes a town, city, region, or country in order to
increase the number of visitors. It promotes the development and marketing of a destination, focusing on convention sales, tourism marketing, and services.
• Tourism OfficesUsually in major cities both in location and within USA, representing
international destinations
• Professional Associations
• Conferences
• Presentations – Local Programs
• Social Media
• Webinars
• Publications
• Fam Trips
HOW DO YOU DEVELOP RELATIONSHIPS
WITH DMOs?
BUILD YOUR FOUNDATION FOR YOUR
EVENT• Meeting and Event Objectives
• Program
• Attendee Profile
• Budget
• History
• “Hot” Buttons
CREATE AN EFFECTIVE RFP
(REQUEST FOR PROPOSAL)
What should be included in your RFP?
• Group’s full name• Contact information• Objectives• Value of group to facility• Prospective dates• Flexibility of dates and booking patterns• Complete meeting specifications• Priorities – Must have/ Would like to have• History• Decision maker / decision date
WHAT ARE THE BIGGEST
MISCONCEPTIONS ABOUT DMOs?• Fee for services
• RFPs will be sent out to every one rather than those that are a good fit
• Lack of awareness that DMOs are the clearing house for everything happening in location
• Lack of awareness of close relationship between DMOs and municipalities
• All DMOs are membership driven
• DMOs only help citywide groups
• Conflict between using services of DMOs and national sales offices or 3rd
party planners
• Facilities can provide all of the information on destination
• Fear of losing control
• Lack of awareness of services provided
• Not understanding the value provided by DMOs
• Lack of trust by third party providers
• Contacting us after contracts are signed
• Time… not enough hours in the day
• Inadequate funding/ tight budgets
• Competitive market
WHAT ARE THE BIGGEST
CHALLENGES CONFRONTING DMOs
IN GENERAL?
WHAT ARE THE BIGGEST
CHALLENGES CONFRONTING DMOs
IN GENERAL?• Lack of availability
• Booking outside of the block
• Technology replacing face to face communication
• Not being in control of our own destiny… relying upon members to provide exceptional service
• Lack of responsiveness from clients
• Last minute requests
• Availability and space Asheville
• Lack of large branded hotel Boise, Berkeley
• Competition with Airbnbs Asheville
• Perception of city Boise, Charlotte, Atlantic City
• Transportation Hawaii, Atlantic City, Berkeley
• “Boondoggle Perception” Hawaiiand lack of geography knowledge
• Cost Hawaii
WHAT ARE THE BIGGEST
CHALLENGES CONFRONTING DMOs
IN SPECIFIC LOCATIONS?
WHAT SERVICES ARE MEETING AND
EVENT PLANNERS REQUESTING?•Site selection expertise
•RFP (request for proposal) distribution
•Site inspections
•Customized marketing assistance
•Liaison with local experts and government representatives
•Coordination with local vendors
•Assistance with community service projects
•On-site assistance
• Incentive funding/ extraordinary savings program
• Customized digital marketing and special meeting promotions
• Customized presentations with maximum efficiency
• Virtual reality tours
• Assistance in driving meeting attendance
WHAT INNOVATIVE SERVICES DO YOU OFFER
TO YOUR CLIENTS?
• Clients are seeking unique local experiences
• Balance between group and transient business
• Security, both in-event and cyber security
• Technological advances and upgrades
• Electronic lead delivery and response systems
WHAT INDUSTRY TRENDS ARE IMPACTING
YOU?
TOP 5 TIPS FOR GETTING THE MOST
FROM DMOs
• Develop good relationships with DMOs
• Ask and you MAY receive; Don’t ask and you CERTAINLY won’t receive
• Clear concise communication
• Take advantage of FREE services from destination experts
• Ethics, honesty, integrity
CASE STUDY of CLIENT REQUEST
• Savvy Cycling Tours• Richard and Arlene Sheff• Site Selection for bicycle group• Partners with DMOs for special activities and requirements
CASE STUDY of CLIENT REQUEST• Bonnie Wallsh, M.O.B. (mother of the bride)• Wallsh/Levy wedding• Visit Berkeley CVB• Out-of-Town reception venue, Le Bateau Ivre
IDEAL CLIENTS FOR DMOs
“A client that starts way in advance, has clean timelines, understands the value of their business, can make decisions with the support of the Executive Director and the board approves, quick acting and fair.”
Rachael Riggs-Nocera, CMP, Manager, Meeting and Convention Sales- Midwest/ Chicago, Tourism Vancouver
Tel: (847) 853-1647, Mobile: (773) 590-1613
IDEAL CLIENTS FOR DMOs
“Our ideal customer understands all the aspects and strengths of a CVB. This customer collaborates with both the CVB sales and service teams. Knowing their vision of success allows us to customize our product and services ensuring a successful outcome.”
Martha Sheridan, President and CEO
Providence Warwick Convention & Visitors Bureau
Tel: (401) 456 0224
Email: [email protected]
“Open minded, flexible, detailed and honest with history, and realistic with expectations. The more details a client can provide about their event, the more we can help them find the right fit in our city.”
Malinda Harrell, CMP, CASE
Greater Raleigh Convention and Visitors Bureau
Tel: (919) 645-2668
Email: [email protected]
IDEAL CLIENTS FOR DMOs
IDEAL CLIENTS FOR DMOs
“You!! An educated meeting professional who is NICE and has reasonable expectations. We are ALL in the hospitality industry…let’s be hospitable to one another…Responding to an update inquiry is greatly appreciated even if a decision has not been made or if another city or venue was chosen.”
Chris Colbert, Director of Trade Show SalesCobb Travel & Tourism
Tel: (800) 451-3480
Email: [email protected]
IDEAL CLIENTS FOR DMOs
“ Our ideal client is a planner who has a good understanding of what they want in terms of operational details (space, rooms, etc.) but are open to hearing all of the options available to them. We love the client who wants to inject some Asheville authenticity into their program…”
Dianna Pierce, Vice President SalesAsheville Convention & Visitors BureauTel: (828) 258-6108Email: [email protected]
IDEAL CLIENTS FOR DMOs
“An ideal client collaborates with the CVB and expresses all of his/her needs and expectations upfront.”
Patty Kieffer, CASE, Senior National Sales Manager
Visit Mobile
Tel: (251) 208-2012; Mobile: (251) 508-0620
Email: [email protected]
IDEAL CLIENTS FOR DMOs
“An ideal client is one that knows their attendees’ behaviors and can be honest, upfront, and descriptive regarding their needs. He or she communicates with us and gives us ample turnaround time for requests.”
Janine Wachter, CMP, Director of Convention and Event Services
Greater Madison Convention & Visitors Bureau
Tel: (608) 441 3948; (800) 373-6376 ex 3949
Email: [email protected]
WITH GRATITUDE
WITH GRATITUDE
Karina Anthony, Marketing Director Jessica Merrill, Communications Manager
Meet AC (Atlantic City) Meet AC (Atlantic City)
Tel: (609) 449-7147; Cell: (609) 515-0210 Tel: (609) 449-7159; Cell: (609) 515-0209
[email protected] [email protected]
Jeff Blair, Marketing Partner Development
Visit Berkeley
Tel: (510) 549-7040; (800) 847-4823
Ned Blair, Senior National Sales Manager
(With input from Mike Butts, Bill McMillan, Randy Smith)
Visit Charlotte
Tel: (704) 331-2731
Shawn Boone, National Sales Manager
Asheville Convention & Visitors Bureau
Tel: (828) 258-6105
[email protected] | @AshevilleCVB
Lisa Edens, Senior Sales Manager
Boise Convention & Visitors Bureau
Tel: (208) 472-5207
Kathryn Farrington, Vice President of Marketing
Discover Newport (Rhode Island)
Tel: (401) 845-9117
WITH GRATITUDE
WITH GRATITUDE
Kelly R. Groff, CDME, President & CEOVisit Montgomery (Maryland)Tel: (240) [email protected]
Scott Higgins, Associate Director of SalesValley Forge Tourism & Convention BoardTel: (610) [email protected]
Mary Neister, Vice PresidentMeet HawaiiTel: (808) 924-0253; Mobile: (808) [email protected]
Thomas Riel, CASE, Vice President of Sales & ServicesProvidence Warwick Convention & Visitors BureauTel: (401) 456-0229
WITH GRATITUDE
WITH GRATITUDE
Arlene Sheff, CMP Richard Sheff, Directeur Sportif
Savvy Cycling Tours Savvy Cycling Tours
Tel: (949) 510-7181 Tel: (949) 510-3455
[email protected] [email protected]
Jennifer M. Vacek, CASE, Director, Convention Sales
Visit Pittsburgh
Tel: (412) 325-0278; Mobile: (412) 215-2726
Deidre Wetelainen, Vice President Sales & Service
Visit Rochester (New York)
Tel: (585) 279-8315
Meetings Today
615 Fifth Street S.E.
Cedar Rapids, Iowa 52401
Tel: (800) 553-8878
Tyler Davidson, Vice President and Chief Content Editor
RESOURCES
THANK YOU
Bonnie Wallsh, MA, CMM, CMP Emeritus, Chief StrategistBonnie Wallsh Associates, LLC
(704) 491-0921
Questions?
Tyler Davidson
Vice President & Chief Content Director
Meetings Today
Bonnie Wallsh
Chief Strategist
Bonnie Wallsh [email protected]
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What Every Professional Should Know about
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